HP PSG Americas - Commercial achieved certification by undergoing a comprehensive evaluation of their phone, field service and web self-service operations. Expert auditors from the SSPA and J.D. Power and Associates were on site for seven days and conducted rigorous reviews of the policies and procedures used in managing HP's support organization. The audits of the support operations evaluated a wide-range of industry best practices including executive commitment, management of talent, support tools and technology, and operation metrics compared to industry best practices. Auditors also reviewed customer support calls.
''HP PSG Americas - Commercial has earned this certification because they meet, and in many cases, exceed the comprehensive standards defined in the Excellence in Service Operations program,'' said Steve Smith, Executive Director, SSPA. ''The people, processes and technology in place demonstrate that HP has the organizational structure necessary to provide quality phone, web and field support.''
Built by a blue ribbon industry committee of over 50 leading technology companies, the certification required HP PSG Americas to prepare evidence of support operations and metrics on up to 290 specific operational criteria. Recipients of this prized certification are required to demonstrate excellence in their support policies and procedures as measured against these industry leading practices.
''We are pleased to achieve the Excellence in Service Operations certification from the SSPA,'' said Antonio Neri, Vice President of Total Customer Experience & Quality, Warranty and Services. ''HP is committed to delivering the best total customer experience. Working with the SSPA to validate that PSG Americas has the right combination and quality of service and support has been a valuable experience, and reassures us that we are on the right track.''
Audits of operations were conducted in HP's Texas operations in Houston, Richardson and Dallas, as well as employee facilities in Bangalore, India. More than 80 HP employees were involved in preparations and presentation of operational processes, evidence of best practices and industry benchmark metrics. The HP team can be proud of their performance as it demonstrates their capability to provide customers with an increased confidence level in their purchasing decision.
The SSPA is pleased to recognize everyone on the HP PSG North America Commercial team and applauds their dedication to excellence in service and support.
For more information, visit www.thesspa.com.
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